Legal
Service Level Agreement
Effective date: 1 January 2025 · Last updated: 28 June 2025
99.9%
Network Uptime SLA
< 15 min
Avg. Incident Response
24/7
Infrastructure Monitoring
< 1 hr
Critical Incident ETA
1. Uptime Commitment
Hoststack commits to the following monthly network uptime targets for the services listed below:
| Service | Uptime Target | Max Monthly Downtime |
|---|---|---|
| Shared Web Hosting (cPanel, DA, Plesk) | 99.9% | 43.8 min |
| VPS (Shared vCore) | 99.9% | 43.8 min |
| VDS (Dedicated Core) | 99.9% | 43.8 min |
| Windows VPS | 99.9% | 43.8 min |
| Game Servers | 99.5% | 3.6 hrs |
| Email Hosting | 99.9% | 43.8 min |
| Network Infrastructure | 99.99% | 4.4 min |
2. SLA Scope
This SLA covers:
- Network connectivity to and from Hoststack data centers
- Hypervisor and virtualisation layer availability (for VPS/VDS)
- Physical server hardware (power, cooling, disk array)
- Core hosting platform availability (cPanel, DirectAdmin, Plesk control panels)
The SLA does not cover:
- Performance or availability of your own application, scripts or website code
- Third-party services your application depends on (databases hosted elsewhere, external APIs)
- Domain name propagation or DNS issues with third-party DNS providers
3. Uptime Measurement
Uptime is calculated as a percentage of total minutes in a calendar month:
Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
- Downtime is defined as a period where your service is completely inaccessible due to a failure on our side, confirmed by our monitoring systems.
- Monitoring is performed from multiple locations every 60 seconds.
- Downtime must be continuous for a minimum of 5 minutes to qualify for SLA credit calculation.
- Partial degradation (slow speeds, packet loss below 50%) does not constitute downtime for SLA purposes.
4. SLA Exclusions
The following are excluded from uptime calculations and do not entitle you to SLA credits:
Scheduled maintenance windows announced at least 24 hours in advance
Emergency maintenance required to protect network security or stability
DDoS attacks targeting your specific IP or service
Outages caused by your own configuration, scripts, plugins or code
Force majeure events: natural disasters, government action, internet backbone failures
Third-party service failures (payment processors, DNS, CDN providers)
Outages you caused by violating our Acceptable Use Policy
Interruptions you requested (e.g., shutdown for migration)
Network issues outside Hoststack's directly controlled infrastructure
Beta or trial service features clearly marked as experimental
5. SLA Credits
If we fail to meet the uptime commitment in a given calendar month, you are eligible for a credit applied to your next invoice:
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.9% – 100% | No credit (within SLA) |
| 99.0% – 99.89% | 10% credit |
| 95.0% – 98.99% | 25% credit |
| 90.0% – 94.99% | 50% credit |
| Below 90% | 100% credit |
Credits are calculated as a percentage of the affected service's monthly fee only. Credits are non-transferable, have no cash value, and may not exceed 100% of the monthly service fee. Credits are the sole and exclusive remedy for SLA violations.
6. Claiming SLA Credits
- Credits must be claimed within 15 days of the end of the affected calendar month.
- Submit your claim via a support ticket at client.hoststack.pro with subject: "SLA Credit Request — [Month Year]".
- Include: service name, affected dates and times, and a brief description of the impact you observed.
- We will verify against our monitoring logs and respond within 5 business days.
- Approved credits are applied to the next billing invoice — they are not issued as cash or UPI transfers.
7. Scheduled Maintenance
- Routine maintenance is typically performed between 02:00 – 06:00 IST on weekdays.
- We announce maintenance at least 24 hours in advance via email and the status page at hoststack.in/status.
- Emergency maintenance (to protect network security) may be performed without advance notice. We will post updates as soon as possible.
- Scheduled maintenance does not count toward downtime for SLA credit purposes.
8. Infrastructure Monitoring
Network Monitoring
Continuous 60-second checks from 3 global probe locations including Mumbai, Singapore and Frankfurt.
Server Health
CPU, RAM, disk and network metrics monitored every 30 seconds with automated alerting.
Status Page
Real-time incident updates at hoststack.in/status — bookmark it for outage notifications.
Alert Response
On-call engineers receive automated alerts within 60 seconds of threshold breach.
9. Incident Response Process
Detection
Automated monitoring detects the issue and triggers on-call alert within 60 seconds.
Acknowledgement
On-call engineer acknowledges within 15 minutes and begins investigation.
Status Update
First public status update posted within 30 minutes of detection at hoststack.in/status.
Resolution
Issue resolved and services restored. RCA (root cause analysis) posted for P0/P1 incidents within 48 hours.
10. Support Response Times
| Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| P0 Critical | Complete service outage, all customers affected | < 15 min | < 2 hours |
| P1 High | Service degraded, multiple customers affected | < 30 min | < 4 hours |
| P2 Medium | Single customer impacted, partial degradation | < 2 hours | < 12 hours |
| P3 Low | Account/billing questions, feature requests | < 8 hours | < 48 hours |
Support response times are targets, not guaranteed SLAs. Actual response times may vary based on ticket volume. Support is available 24/7 via the client portal ticketing system.
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